Synopsis
This unit instils an uplifting service mindset and primes service providers to go the extra mile to meet and exceed customer expectations at various touchpoints of their healthcare visit.
Overview
Participants will learn to identify customer behaviour, anticipate customer needs, and applying “charming statements” to fashion a positive service experience. In addition, participants will be empowered to groom themselves professionally, project a positive body language, and create delightful service interactions with customers.
Synopsis
This workshop focuses on acquiring mastery of your service offering and transiting from the role of a service
ambassador that of a service coach. It serves to impart customer engagement skillsets to build customer
confidence and humanize interactions at key touchpoints of their healthcare journey. Participants will learn
to seize service opportunities by interpreting customer behaviour, anticipating their service requirements
and addressing escalated service challenges.
Synopsis
This workshop focuses on the knowledge and application skills in leading a team to deliver service
excellence that is in line with the organisation’s customer-focused strategy. It includes promoting a
customer-centric environment and analysing the team’s performance to identify areas of improvement.
Course Outcomes
• Able to recognize various leadership approaches for service and channel the vision, mission and values within the team
• Able to influence your team to enhance service delivery
• Able to analyse and evaluate the
performance of the team to identify
improvements
Synopsis
This unit covers the skills and knowledge required for service staff to respond to challenging service situations with the use of appropriate verbal and non-verbal communication techniques. It involves recognising triggers which may lead to service challenges, use of service recovery procedures to respond to the challenges and escalating unresolved service challenges.
Overview
In this module, you will learn the bright side of complaints and the triggers of a service challenge. You will also be introduced to the principles of effective service communication and how we can apply them at our workstations.
Social networks